Social Media Customer Service Specialist

About the Role

Key Responsibilities

• Answer comments from customers in need of assistance from Social Media platforms including Facebook, Twitter, Instagram, Google Play, App Store
• Create and manage cases for customers needing more complex assistance
• Manage existing case load, complete follow-up tasks and achieve operational metrics
• Adhere to standard work processes and contribute to efficiencies and improvements when possible
• Proactively identify sales leads and educate in-market customers on product functionality and services
• Effectively and accurately document customer interaction
• Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries
• Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required
• Provide exceptional customer-centric service to all internal and external customers
• Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach
• Utilize correct tools to efficiently manage concurrent activities

Requirements

• 2 + years experience in customer service related profession
• 1+ years of social platform experience in a job setting
• Completed Bachelors Degree (Ideally a degree in english, marketing, business, journalism, communications or similar concentration)